Miriam Nicholson

Being adaptable as a Quality Trainer, Influencer, and Escalated Case Manager in Furniture Aftercare, I am dedicated to elevating overall customer service experience by fostering and maintaining strong relationships with Partners and key stakeholders. My responsibilities encompass developing and delivering comprehensive coaching and training sessions, data analysis to identify trends and areas for improvement, and effectively managing escalated customer issues with a steadfast focus on achieving customer satisfaction.

Furthermore, I have taken proactive initiative by creating and disseminating a team newsletter aimed at fostering continuous professional development and knowledge sharing among Partners. To further enhance my leadership capabilities and support my career advancement, I am actively pursuing a Leadership apprenticeship, which provides me with valuable opportunities to learn and grow as a leader. I am also highly adaptable and capable of effectively managing and prioritising tasks in a fast-paced and dynamic environment where demands and priorities shift frequently.

Delivered and supported quality of Service Standards through observation, feedback, and targeted coaching and training initiatives within the Southampton branch. Responsibilities included coaching and mentoring Partners, inductions, designing bespoke training programs, monitoring and evaluating performance, identifying and addressing training needs, and fostering strong and enduring relationships with both Partners and Stakeholders. Used data to create bespoke coaching and training whilst being adaptable to the changing environment of a branch.

Additionally assisted in developing training materials for the School of Service and Service Signatures at Bracknell.

This customer service and sales role required adaptability, quick thinking, and problem-solving skills to deliver excellent customer service. It involved building relationships with Partners and stakeholders whilst working across different departments and using various systems (Connex, Occo, and CSS) to assist customers. Key responsibilities included providing an exceptional quality of customer service (Love to Sell), quickly acquiring product knowledge, merchandising, managing stock takes, and resolving customer issues face-to-face.